ICT First Line Support Service Analyst - £24,000 - Manchester

My client makes the final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. My client investigates complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right.

My client is recruiting for X2 First Line Support Service Analyst roles and X1 Second line Support Service Analyst role due to the large infrastructure change they are currently undergoing.

The role

My client are looking for an enthusiastic ICT First Line Service Desk Analyst, with front line experience of end user support to join their ICT team.

Reporting to the ICT Service Desk Team Leader, you will be responsible for logging, resolving and escalating a range of ICT incidents and service requests as well as systems and event monitoring tasks and end-user device management.

You will deal with enquiries raised over the telephone, self-service or face to face ensuring all incidents and service requests are captured and progressed and resolved to the highest quality.

The First Line Service Analyst provides front line end user support to approximately 490 staff across our Manchester and London offices. Logging and resolving incidents and service requests raised over the telephone, self-service or face to face to deliver a customer focussed service.

Key accountabilities

• Following agreed procedures, identifies, registers and categorises incidents and service requests according to severity and impact.
• Gathers information to allow suitable triage activities to take place and enable resolution promptly.
• Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis.
• Provide first line end user support for Windows Operating System, VMWare Horizon, VPN connectivity, Apple IoS, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, Mobile Devices and MFDs escalating to internal teams or external suppliers where necessary.
• Complete tasks as required to ensure systems are proactively monitored and end-user devices are managed.
• Assist in the maintaining of the software and hardware asset register to support the audit process.
• Testing new or upgraded applications and hardware.

Essential experience

• Previous experience of working in a customer-focused ICT service provider environment.
• Excellent analytical and triage skills and an informed, evidence-based approach.
• Good planning and organisational skills.
• The ability to meet targets and deadlines.
• Excellent communication skills, including verbal and written.
• Knowledge of a wide range of technologies including: Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony
• Demonstrate dedication and a strong sense of customer service.
• Provide balance between customer needs and client operational interests
• Contributes towards continuous service improvement.

Apply now

This role is based at the head office in Central Manchester.

The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership.

You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues.

Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more -

Apply now

This role is based at the head office in Central Manchester.

The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership.

You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues.

Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more -